VP Customer Solutions

The VP Customer Solutions is a senior commercial and technology leader responsible for shaping CTM's end-to-end solution design strategy across major customer opportunities, verticals, and global partnerships. This role bridges technology and business strategy, translating client challenges into scalable, profitable, and differentiating solutions that protect and grow CTM's revenue globally

This leader works across regions with Sales, Account Management, Product, Engineering, and Operations teams to assess customer requirements, evaluate solution options, and design business cases that align technology, process, and service delivery. The focus is on strategic opportunities where CTM's technology and operational model must be tailored or extended to meet unique customer or market needs.

Engages directly with C-suite executives, procurement and technology leaders across enterprise clients and prospects to understand their goals and challenges, facilitating consultative discussions that uncover underlying requirements beyond standard RFPs. Ensures CTM's solutions are commercially viable, operationally scalable, and strategically differentiated across markets, while mitigating risk from unknown technology or labor costs

Standard

Strategic Engagement

Partner with global and regional Sales and Account Management leaders to define and deliver tailored solutions for strategic or complex customer opportunities including new market segments CTM is evaluating.
• Participate in bid/no-bid assessments to ensure proposed solutions are strategically aligned and commercially viable.
• Lead customer-facing consultations to identify needs, challenges, and value opportunities that extend beyond stated RFP responses.
• Develop business cases for proposed solutions that articulate ROI, scalability, and resourcing requirements.

Solution Design and Governance

• Create and maintain global solution design templates and processes covering technology, integration, operations, and service delivery.
• Collaborate with Product Management, Engineering, and Operations globally and with global partners to validate feasibility and alignment with CTM's existing capabilities and roadmap.
• Review and sign off on complex or non-standard solution scopes before proposed to customers or prospects ensure delivery readiness.
• Define repeatable solution frameworks to promote consistency and scalability across CTM regions.

Cross-Functional Leadership

• Facilitate solution workshops and discovery sessions with customers, regional teams, and partners to define requirements and recommend fit-for-purpose solutions.
• Collaborate with the Global Bid Writer, Marketing, and Product teams to articulate CTM's value proposition and solution differentiation.
• Drives regional and global alignment through a federated model, ensuring local adaptability while harmonising pricing, delivery, and technology strategies across markets.
• Partner with internal subject matter experts to evaluate and validate new technologies, ensuring alignment with CTM's operational and commercial priorities.
• Serve as an advisor to CTM leadership on emerging customer and market needs to inform future product development and investment priorities.

Industry and Market Insight

• Maintain a deep understanding of travel technology, TMC workflows, and emerging industry trends including AI, NDC, payments, and sustainability.
• Collaborate with Product, Engineering, and Data Consulting leaders to translate market and client insights into informed solution recommendations that align with CTM's technology strategy and roadmap.
• Represent CTM at relevant industry conferences and forums, and client events, acting as a conduit for insight-sharing rather than a driver of product direction.
• Synthesize external intelligence and internal feedback to inform leadership discussions on future client needs and market positioning.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative & supportive interaction with employees, clients, suppliers or vendors
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• 15+ years of leadership experience in global travel technology, commercial strategy, or client solution design.
• Proven record of designing and winning multi-million-dollar enterprise solutions in the TMC or travel technology sector.
• Hands on experience and proven expertise in end-to-end managed travel technology including online booking tools, GDS, NDC, mid-office, back-office, back-office, and reporting.
• Extensive knowledge of the global travel industry and the executive sales process
• Experience in detailed documentation of current state vs. target end state, highlighting opportunities for improvement
• Consultative solution selling with the ability to maintain a focus on business objectives
• Strong influencer with good judgment and decision-making skills

• Demonstrated strong commercial and business acumen
• Knowledge of international business practices and cultural nuances
• Excellent presentation, written communication and interpersonal skills with keen attention to detail
• Ability to successfully communicate and work with senior-level stakeholders
• Leadership experience with the ability to collaborate to drive progress and promote delivery excellence
• Ability to critically evaluate information gathered from multiple sources, design global service solutions and communicate them effectively

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at na.careers@travelctm.com.com. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

Click https://www.dol.gov/general/topic/discrimination to view EEO and Other Legal Notices.

BENEFITS PROGRAM

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.

Company Paid Basic Life & AD&D Insurance

Company Paid Short-Term Disability

Voluntary Long-Term Disability Insurance

Robust Wellness Program with incentives available to save money on your medical insurance premiums.

Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage

Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan.

Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.

Flexible Spending Accounts

Dependent Care Savings Account.

Dental Insurance Plan

Vision Insurance Plan

9 Company Paid Holidays including the day after Thanksgiving.

Generous paid time off programs for vacation and sick days

Employee Assistance Plan with access to Talk Space Therapy

Family Medical Leave

Paid Parental Leave (4 weeks)

Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time.

Bereavement Leave

401(k) Retirement Plan with a generous match per pay period

Student Loan Payment Match

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